Role Overview
Are you a highly organized and proactive individual ready to make a significant impact in a rapidly growing electrical services company? This is a unique opportunity to step into a pivotal role, taking ownership of critical administrative, financial, and client communication processes. As a Virtual Operations Assistant (WEN) you’ll directly free up the owner’s time, enabling them to focus on business growth, especially in the exciting solar and battery sectors. If you thrive on bringing order to chaos, optimizing workflows, and being the backbone of a dynamic team, your contributions will be instrumental in scaling our operations and ensuring our continued success.
Role Scope
This role is pivotal in transforming the operational efficiency of the business, directly reducing the owner’s unsustainable workload and enabling strategic growth. You will be the central hub for administrative, financial, and client communication, establishing critical systems and processes that lay the foundation for future expansion, particularly in high-growth areas like solar and batteries. Your work will directly impact response times, customer satisfaction, and the overall scalability of the business.
Key Responsibilities
● Draft client invoices in ServiceMate for approval daily/as needed.
● Process and apply customer payments in Xero and ServiceMate weekly.
● Follow up on overdue invoices via phone and email weekly.
● Reconcile bank statements in Xero monthly.
● Organize and file digital documents (e.g., permits, warranties, client contracts) in a designated system daily.
● Prepare supplier bills for payment in Xero weekly.
● Answer incoming phone calls and triage inquiries daily.
● Manage and respond to general email inquiries (e.g., service requests, booking confirmations) daily.
● Qualify new leads from ads and flyer drops via phone and email daily.
● Schedule site visits and consultations for the owner in ServiceMate daily.
● Update client communication logs in ServiceMate as needed.
● Gather supplier pricing for materials and equipment for quotes as needed.
● Research and compile product specifications for solar and battery systems as needed.
● Create and update quoting templates within ServiceMate for air conditioning and other recurring jobs weekly.
● Enter new job details and client information accurately into ServiceMate daily.
● Assist with the preparation of draft quotes in ServiceMate for the owner’s review daily.
● Document existing administrative workflows (e.g., invoicing, lead process) into SOPs weekly.
● Create detailed guides for using ServiceMate features for specific tasks as needed.
● Develop guidelines for field staff on essential job note details for administrative processing monthly.
● Maintain a searchable knowledge base of common client questions and responses monthly.
Requirements
● Proven experience in administrative support, preferably in a trade or service-based business.
● Proficiency with ServiceMate and Xero software or a strong aptitude to quickly master new systems.
● Exceptional communication skills, both written and verbal, with a professional phone manner.
● Strong organizational skills and meticulous attention to detail.
● Ability to manage multiple tasks, prioritize effectively, and work autonomously.
● Proactive problem-solver with a keen eye for process improvement and efficiency.
● Tech-savvy and comfortable learning new software and tools quickly.
● Ability to maintain confidentiality and handle sensitive business information.
Additional Expectations
● Proactive identification of process improvements and automation opportunities within ServiceMate and other systems.
● Commitment to documenting workflows and creating comprehensive Standard Operating Procedures (SOPs).
● A strong sense of ownership and accountability for all assigned tasks and business outcomes.
● Ability to adapt to a fast-paced, evolving business environment with a positive, can-do attitude.
● A self-starter who can work independently and manage their workload effectively with minimal supervision.
To learn more about BruntWork visit their website
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